Refund Policy
Refund Policy
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This policy explains the eligibility requirements, review process, return routes, and payment-method differences for refunds on paid iyVPN orders. Before submitting a request, confirm that the order, account, and payment records can be verified.
Refund Window and Eligibility
A full, no-questions-asked refund may be requested within 60 days of the first payment. The window begins when the first payment is completed, and the submission time is determined by the ticket record in the user panel. No additional proof is required for a change of plans, client incompatibility, or an experience that falls short of expectations, but the order and account must be verifiable.
The refund guarantee applies to first-payment orders that meet this policy’s requirements. Renewals, duplicate purchases, price differences from plan upgrades, and orders created after a completed refund are not automatically treated as new first-payment orders. If a request covers multiple payments, list each one separately in the ticket; iyVPN will review them according to the nature of each order.
A refund request does not require an email address. The account is still identified by the username and password used at registration. Enter the ticket page from the relevant account so the request can be linked to the order record.
Exclusions and Cases Requiring Further Verification
Requests submitted after the refund window are outside the no-questions-asked full-refund scope described in this policy. Processing will be paused when an order cannot be verified, the payment record does not match the requesting account, or the requester cannot demonstrate lawful control of the relevant account and payment records, until the necessary information is provided.
Accounts that obtain or consume traffic beyond the order’s included allowance through abnormal means, repeatedly exploit the refund process, resell accounts or subscriptions, interfere with routes or other users’ normal access, or violate the Terms of Use are not covered by the standard refund guarantee. iyVPN may assess these circumstances using order, traffic, login, and ticket records, but will not use the specific webpages a user visits as a basis for refund review.
Payment disputes, channel holds, or chargebacks initiated without first communicating through a ticket may prevent the order status from being reconciled normally. In such cases, first provide the relevant evidence through the user panel; both parties can then proceed using verifiable records.
Request Process and Required Information
Submit refund requests through the ticket entry in the user panel. After signing in to the relevant account, choose Submit a Ticket, state that you are requesting a refund, and provide your username, the relevant order identifier, payment method, verifiable details from the payment record, and the specific order to be processed. A no-questions-asked refund does not require an explanation of your experience. For duplicate charges, an incorrect upgrade, or an unusual account status, you may add details voluntarily to reduce follow-up checks.
Do not submit your password, complete payment credentials, or other sensitive information unrelated to verification in a ticket. iyVPN will only request enough information to confirm the account, order, and payment ownership. If the available information is insufficient, the ticket will specify what must be provided; the request will remain pending until the information is complete.
After approval, the benefits associated with the order may be disabled, and related subscription and route access will end as the refund is processed. Confirm before submitting that you no longer need the service provided by that order.
Refund Routes and Posting Times
Approved refunds are generally returned through the original payment route. Alipay and WeChat Pay payments are submitted for return according to the original transaction record. The actual posting time depends on the payment channel’s processing status, account status, and applicable channel rules. iyVPN cannot control when a payment channel completes posting, and a transaction still being processed by the channel will not be treated as a new charge.
If the original payment route cannot receive the refund because of account restrictions, channel status, or an irregular transaction record, the ticket will explain the current status and request additional verifiable information. Without verification, funds will not be sent to a third-party account unrelated to the original order. After seeing a channel return record, users should still rely on the final posting result in the corresponding payment account.
If a refund submitted to the payment channel does not appear as posted for an extended period, continue replying in the original ticket and include the order identifier and channel status. Do not create multiple tickets for the same order, as this may split the processing record.
USDT and Special Payment Statuses
USDT does not offer exactly the same return-to-source mechanism as Alipay and WeChat Pay. Orders paid with USDT require verification of the original transaction record, transaction identifier, and a compatible address that can receive the refund. The specific return method will be confirmed after the ticket review is complete. Ensure that the submitted information is accurate and that the address is under your control.
Blockchain network confirmations, address compatibility, and transaction processing status may affect when a refund appears. The party submitting the information is responsible for losses caused by an incorrect or incompatible address, or by an address they cannot control. After the refund is sent, the verifiable on-chain transaction status will determine the processing record.
For Alipay, WeChat Pay, or USDT orders with an unclear payment result, duplicate notification, or channel dispute, iyVPN will first verify whether the payment was actually received before deciding how to process the refund. No payment method may be used to request the same amount more than once.